AccountId: 011433970860
ContactId: 38a79d3b-f607-4d8b-b9b4-df603fd44f8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144119 ms
Total Talk Time (AGENT): 49912 ms
Total Talk Time (CUSTOMER): 53500 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/38a79d3b-f607-4d8b-b9b4-df603fd44f8f_20250210T17:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I'm calling with Ocala Family Medical Center. I'm just trying to verify a patient's insurance.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. And do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] On his card I don't see a policy number. I just see the group number and then um.
[AGENT][NEUTRAL] Inpatient, outpatient certificate number. Yes, give me one of those.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so for the inpatient one it's gonna be 145.
[CUSTOMER][NEUTRAL] 0199.
[CUSTOMER][NEUTRAL] ML 4.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And you were just needing benefits?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I'm just trying to see if this supplement plan is active, yeah.
[AGENT][NEUTRAL] OK. I, I can help you with that. This policy actually canceled 21 to 21. Let me see if they have an active policy.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm not showing they have another policy, so this policy did cancel [PII] of 21.
[CUSTOMER][NEUTRAL] Thank you and then is there a reference number for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and what was your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Thank you, [PII], for calling APA. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye-bye